DEAR TRAVEL RESOLVED: Last year, I wanted to book a trip to Turks and Caicos. My travel advisor recommended Apple Vacations and said they had a promotion that offered a $200 hotel credit. I booked the trip, but when it was time to check out, a hotel representative told me the $200 credit was not valid. It had expired the month before we left.
Apple ultimately offered us a $200 credit for a future Apple Vacations trip and specified that the credit must be used within one year. This is unacceptable to us, as we have no intention of booking another trip, and certainly not with Apple. If this credit had been applied properly as promised, the $200 would have been deducted directly from the bill at checkout.
It’s a small amount in the grand scheme of things, but it’s just rude to offer us $200 only if we book another trip next year. Can you help us?
— Cathy Balsewich, Evergreen Park, Illinois
ANSWER: Your resort credit should have worked. And you’re absolutely right: a $200 coupon that expires in a year is not an acceptable solution.
But wait a minute. The terms of your resort credit should have been clearly stated when you booked your trip with your travel agent. I reviewed the offer through your travel agent and it had no expiration date.
Frankly, this should have alerted your travel advisor. All promotions expire, and your agent should have known if there were any conditions that might apply to your booking. But ultimately, it was up to Apple Vacations to properly disclose the issue and, if necessary, resolve it.
You may have also asked about the expiration date of your voucher, although you could be forgiven for not doing so. That’s why you worked with a trusted travel advisor. A travel professional can review a booking and make sure nothing is missing.
I could have relied on your travel advisor for help. Agents have insurance that protects them against errors and omissions, and you may have received a quick resolution through your travel advisor. The travel expert could also have negotiated a settlement on your behalf with Apple Vacations.
When I suggested you pressure your travel agent to find a solution, you mentioned that your advisor runs a small business in your neighborhood and that you wanted to be a supportive customer. That’s a great attitude, but you’re supporting travel agents by holding them accountable.
I list the names, numbers, and email addresses of Apple Vacations executives on my consumer advocacy site, Elliott.org. A brief, polite email to one of them could have resolved this issue quickly.
I contacted Apple Vacations on your behalf. At the same time, your travel agent met with Apple and you also emailed the company – a real team effort!
Apple Vacations has agreed to refund you the $200.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.
(c) 2024 Christopher Elliott
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